Systems Support Specialist

Member of  the Information Technology Department, the systems support specialist is responsible for managing the School’s laptop program for students and employees and providing end user support to the community in support of the vision for technology at Groton. The Systems Support Specialist reports to the Chief Technology Officer.
 
Responsibilities include, but are not necessarily limited to, the following areas:
    •    Install, configure, maintain, repair and upgrade computer software, computer hardware, and related peripherals including maintaining Groton’s student and faculty  laptop program.
    •    During the academic year, oversee the Schoolhouse Annex (satellite IT office in Schoolhouse) during academic hours, including Saturday classes.
    •    Address incoming helpdesk tickets thoroughly and efficiently. Make effective use of Help Desk records to identify patterns, systemic problems, and end-user training needs.
    •    Support Classroom AV installations, remote setups and maintenance.
    •    Plan and execute replacement cycles.
    •    With network manager, maintain user accounts in Active Directory, Google and O365.
    •    Maintain an accurate inventory to determine the status of new, deployed, and retired equipment.
    •    Maintain printer inventory and rolling plan for replacement.
    •    With Academic Tech coordinator, Support classroom and lab technologies
    •    Provide assistance to users on support related issues and participate in end- user training events.
    •    Actively participate in department meetings and other meetings as necessary.
    •    Assist members of the technology department with major projects.
    •    Ensure priority is adhered to when balancing help request needs and special projects.
    •    Oversee supply replacement and request purchases (e.g. patch cables,  toner, projector bulbs, etc.).
    •    Promote and initiate a customer service philosophy
    •    Research, evaluate, recommend, implement and support technologies, products, and tools that support and enhance teaching practice.
    •    Research, evaluate, recommend, and implement tools and technologies that support and/or improve the department’s ability to provide efficient and effective services to the community.
    •    Proactively maintain knowledge of industry trends, software upgrades, releases, patches, and hardware advancements.